Member Experience, Strategy and Operations

The role

You will identify and implement systemic improvements across onboarding, billing, support, the app, and error resolution. You will lead cross-functional projects and build analysis, dashboards, and forecasts to drive member experience and operational efficiency.

What you will do

• Take on projects across product, comms, retention, payments, fraud prevention, and frontline support operations.
• Find root causes behind recurring pain points and fix them through process changes, tooling updates, or messaging.
• Build analysis, dashboards, and forecasts.
• Turn complicated problems into clear plans for members, teammates, and leadership.
• Lead cross-functional work from kickoff to launch.
• Set up and improve scalable systems and processes.
• Move metrics related to member experience and internal efficiency.

Required qualifications

• Track record of owning results in a fast-moving environment where the job was not fully defined.
• Strong analytical skills.
• Comfortable in a spreadsheet or SQL.
• Clear, concise writing and speaking.
• Quick learning of complicated and technical areas.
• A bias toward building.
• Real care for members and for getting the details right.

About the company

Base is America’s next-generation power company rebuilding the foundation of modern civilization by deploying a network of distributed batteries. They are engineers, operators, and creatives solving complex, interdisciplinary challenges.